Description
**Job Family:** Electrification & Automation
**Req ID:** 491024
**Senior Technical Support Engineer – Green Technologies (Photovoltaic Solutions)**
Here at Siemens, we take pride in enabling sustainable progress through technology. We do this through empowering customers by combining the real and digital worlds. Improving how we live, work, and move today and for the next generation! We know that the only way a business thrive is if our people are thriving. That’s why we always put our people first. Our global, diverse team would be happy to support you and challenge you to grow in new ways. Who knows where our shared journey will take you?
Transform the everyday with us!
**About Smart Infrastructure – Electrification and Automation:**
The Electrification and Automation (EA) Business Unit offers the full range of energy distribution systems and solutions for all markets and through all sales channels. We provide reliable power distribution grids of today while investing into our Future Grids portfolio and applications to create the power distribution grid of the future. Our comprehensive portfolio meets the growing technical requirements of today’s and tomorrow’s power grid!
**We are looking for a Sr. Technical Support Engineer. This role will be based in Wendell, NC, with remote possibilities.**
**You’ll make an impact by:**
The Senior Technical Support Engineer is essential in providing expert post-installation support for Siemens Green Technologies (GT) Photovoltaics (PV) solutions. This role manages advanced troubleshooting, coordinates with suppliers, and uses artificial intelligence technologies to uphold high standards of customer satisfaction and operational performance.
This engineer applies extensive technical expertise in photovoltaics, analytical skills, and strong communication to address complex technical challenges. Responsibilities include direct customer interaction and collaboration with cross-functional teams and suppliers for timely solutions. Success requires strong technical data analysis, automation skills, AI tool proficiency, and a process-driven, organized approach.
**Key Responsibilities:**
+ Act as technical expert for all escalated post-delivery issues relating to Siemens GT PV solutions.
+ Champion the adoption of AI-powered tools and an AI-first mindset to improve support processes and customer experience.
+ Diagnose and resolve complex firmware, software, and hardware issues for integrated inverter solutions.
+ Work closely with factories, suppliers, and third-party integrators to resolve technical issues pre-shipment and on-site.
+ Work with case managers, project managers, field service, engineering, and quality to escalate issues and drive improvements.
+ Collaborate with Product Managers and Quality Teams to improve our GT PV solutions and guide the Product and Service roadmap so it meets both customer needs and organizational goals.
+ Support project managers with technical data for cost recovery with customers and suppliers.
+ Participate in site visits for issue evaluation and help mobilize field service when needed.
+ Examine release notes documentation and provide interpretive support for customer-facing communications.
+ Recommend optimal solutions balancing project costs and customer needs.
+ Document and track all technical issues and resolutions in ticketing systems; maintain failure data for trend analysis and root cause reporting.
+ Provide technical training for Global Customer Care.
+ Drive quality improvements for third-party products in partnership with procurement and supply chain teams.
+ Drive and support process standardizations, ultimately to enhance customer experience.
+ Support plans to expand technical support across Electrification and Automation product lines.
+ Stay current with IEEE, IEC, and NERC PRC requirements and all standards relevant to GT solutions.
**You’ll win us over by having the following qualifications:**
_Basic Qualifications:_
+ Bachelor’s degree in Electrical Engineering, Power Systems, or a related area (or comparable experience).
+ 3+ years of technical support background with PV or integrated power solutions.
+ Demonstrated ability to troubleshoot firmware, software, and hardware problems.
+ Knowledge of Siemens GT PV products and inverter systems, or similar technologies.
_Preferred Qualifications:_
+ Experience with AI technologies, or a keen interest in learning about them, along with a commitment to ongoing improvement.
+ Strong communication and negotiation abilities, including translating complex technical concepts and proactively advocating for customers.
+ Experience with utility-scale PV inverters and integrated power systems
+ Familiarity with grid codes, SCADA, Modbus, IEC 61850, system commissioning and performing field diagnostics
+ Knowledge of IEEE, IEC, and NERC PRC standards relevant to GT solutions
+ Ability to use AI tools for supporting workflows, troubleshooting issues, and conducting root-cause analysis
+ Proficiency in Microsoft 365, focused on process optimization and managing projects effectively
+ Skilled at working within a distributed organization and driving change to support company, team, and customer objectives.
**About Siemens:**
We are a global technology company focused on industry, infrastructure, transport, and healthcare. From more resource-efficient factories, resilient supply chains, and smarter buildings and grids, to sustainable transportation as well as advanced healthcare, we create technology with purpose adding real value for customers. Learn more about Siemens here (https://www.siemens.com/global/en/company.html) .
**Our Commitment to Equity and Inclusion in our Diverse Global Workforce:**
We value your unique identity and perspective. We are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society, while ensuring that we attract the best talent based on qualifications, skills, and experiences. We welcome you to bring your authentic self and transform the everyday with us.
$74,970 $128,520
**Organization:** Smart Infrastructure
**Job Type:** Full-time
**Category:** Customer Services
